Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped my car off in the service department of this company on Friday, November 15, 2024 and nothing has been resolved with my situation on my vehicle, today is Wed, November 20, 2024. A serviceperson ****** send me an email that does not breakdown my parts and labor on the amount they gave me that it was going to take to repair my car. Each time I call, I am send to someone's voicemail. No one called me to even tell me what was the diagnosis with my car. I had to keep calling them just to even find out what is going on with my car. This is **** poor service to the public. Why am I having to chase people down regarding the status and repairs on my vehicle? Why is this dealership withholding Detailed Breakdowns for my request? The work order does not show a detailed breakdown of the work that is going to be performed on my vehicle. It doesn't say whether or not new parts will be trying to repair the damage parts. This work order invoice is very unclear for this large amount of money they are asking for. I keep calling them and sending emails asking for detailed breakdown on the work that is going to be performed. I will not agree to any amount of work to be done to my vehicle on a foggy work order. This looks like funny business going on with this dealership.

• Initial Complaint

  Date:10/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have always owned Toyota vehicles and use the Toyota dealership service department for over 20 years now. This one time on 9-25-24 I wanted a gas efficient and more affordable oil change because of my budget in this thriving economy; so I went to ******* in ***********, ** service department (3.9 miles from my home compared to 11 miles to Toyota of Hemet, **). The oil change was going to cost me $28.88 compared to Toyota's price of $165.07. I waited two hours for my oil change at ******* but they weren't able to complete the oil changed because the filter was too tightly screwed on. So I wasted my time and the service was canceled. I presented this issue with Skylar the. now manager in the service department at Toyota in Hemet, **. He said Toyota uses a special tool to close it and it's best to only do service at Toyota. I was ***** miles past my last oil changed mileage and proceeded to ask for an oil change at the ******* rate I originally tried to pay. He didn't honor the price and put me in debt because I was forced to pay $165.07 or even better: $399 for 5 oil changes! Not only did I waste my time, my gas, and increase my blood pressure over such an inconvenience, I am very disappointed and will no longer recommend Toyota to friends, co-workers, and family! I am demanding to be reimbursed the $165.07 for the hassle, loss of time, etc....

• Initial Complaint

  Date:07/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 11th 2023, I bought a Prius LE from Gosch Toyota. Never did they indicate that they added the $6000 markup. Instead of a $29K car at MSRP, it's now $35K. There was no dealer's window sticker on the car itself for the markup, only the manufacturer window sticker of $29K. The selling price were at the bottom of the 45-pages of paperwork. Initially had them to take the car back the next day, two weeks later, and a month later. Contacted several sales managers, in addition to the owner's son, Patrick Gosch at the Hyundai store with no resolution due to California's no cooling-off law and that the financing went through Toyota Financial Services. Also asked to pay back the markup that they never mentioned or getting either a Camry Hybrid that I originally came for or a Crown sedan. We originally started negotiating on the Crown sedan on the same day I took home the Prius, but the banks did not approve it, unless I have a co-signer or $12K down for the $47K MSRP. Still no resolution to this day. Paid them a down payment of $2500. With the car, the markup and the extras to include the extended warranty, pre-paid maintenance services, tire/wheel protection, and TheftPatrol GPS tracking owing around $45K.

  Business Response

  Date: 07/10/2023

  Mr. ****** signed a form at the time of purchase stating that he acknowledges that the addendum was clearly displayed on the vehicle and that he agreed to the terms and the addendum.  I have personally discussed this matter with Mr. ****** and as Mr. ****** stated, he also spoke with one of the owners who denied his requests.  Attached is the documentation which supports my statement.

  Customer Answer

  Date: 07/14/2023

   I am rejecting this response because: The dealer's window sticker never was on the car itself, only the manufacturer's (factory) sticker. There was no mention of any markup on this vehicle.  
  
  

  Business Response

  Date: 07/15/2023

  All new vehicles have the addendum placed on the vehicle before they ever reach the lot. It is a process that has been in place for years, and again, Mr ****** signed the document previously attached that acknowledges that fact. 

  Customer Answer

  Date: 07/18/2023

   I am rejecting this response because: there was never a dealer sticker on the car itself. Only the manufacturer sticker was on it. The addendum never mentioned about the markup.
  
  
  

• Initial Complaint

  Date:06/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used vehicle from gosch toyota in Hemet CA on 2/18/23. It was a 2016 Honda Pilot. The total transaction was $29,004.83, financed through capital one. Two weeks after I purchased the vehicle I called Toyota and told them the car said keyless start problem, they instructed me to come in and they changed the battery on the key fob and said that usually fixes the problem. The next day the same issue occured and I called them and spoke to ***** the sales manager and let him know i needed the car checked out, but that i worked mon - fri and would need a saturday appointment. He told me to come in that saturday. When i went in ***** was not there and instead i spoke to a different “manager” he said they would be taking the car down to honda and i would be given a rental (thats what ***** and i agreed upon). I told that manager that the transmission felt like it was jerking and i would like for them to check that out as well and his response was “yeah yeah its a warranty issue they will check everything.” When my car was returned i saw they fixed a recall and the keyless start problem but nothing was mentioned about the transmission. On the week of May 8th, I called and let them know that my transmission was jerking alot and needed it to get checked out before my 90 day warranty was over.I also let them know the entertainment system and info screen kept restarting itself. Long story short since im running out of room, I got an appointment then was told to go to honda, got an appointment at honda for 5/17/23, they said there was a code on my transmission and would contaxt extra care warranty but in order for the screen diagnostic someone had to pay for it. I asked Toyota to pay since the car was under warranty and they refused to do so over and over again and then said my car was never certified and that my warranty wasnt 90 days. I am requesting for them to reimburse me for diagnostic and discount the car for all of the issues and inconveniences.

  Business Response

  Date: 06/12/2023

  After speaking with a representative from the Honda service, I have confirmed that the transmission has been covered under warranty and is okay to proceed.  For the antenna diagnosis, there is a fee, however the according to the advisor at Honda, no money has been paid out of pocket by Ms. ****** and she will not have to pay if they find that is in fact a warranty issue (why is she seeking reimbursement if no monies have been exchanged).  If the problem with the antenna is not covered under warranty, I am happy to discuss the matter with Ms. ****** and will work towards finding a solution.

  Customer Answer

  Date: 06/12/2023

   I am rejecting this response because: In order to proceed to diagnose the issue with the dvd and the info screen, either myself or toyota must agree to pay for diagnostic fee which i requested toyota to do since i was under warranty (90 days, which they then said was a 30 day warranty) prior to my extra care warranty. I requested for toyota to pay for said diagnostic fee on multiple occasions, speaking to three different managers. **** (service), ***** (sales), and ***** (sales). All who denied my request. Toyota may reread my complaint if there is any confusion on their part. ***** even went as far as telling me “good thing im smart enough to get the extended warranty” 
  
  
  

  Business Response

  Date: 06/16/2023

  Please go ahead and authorize the diagnostic.  There is a 99% chance that the claim is accepted is this resolved without anyone having to come out of pocket.  In the event that  the claim is not accepted, we will cover 1 diagnostic as courtesy this one time only.

  Customer Answer

  Date: 06/19/2023

   I am rejecting this response because: i would still like compensation on the vehicle for wasting my time and calling off of work for vehicle inconveniences. It doesnt change the fact that you sold me a car with a transmission code and disconnected antenna on top of other issues. The transmission was just one issue. I am asking for a compensation on the total of the car.
  
  
  

• Initial Complaint

  Date:04/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband called gosh auto group left a message someone was supposed to return a call and make an appointment for an oil change in the service department 2 1/2 days later no one contacts us so I called the lady name Yvette and customer service does not know how to Pull up customer information pull up the car information tells you you need to speak to someone else no assistance at all no managers available no assistant manager is available she cannot do anything regarding to customer service she is in the wrong department she needs to be retrained very unprofessional on gosh auto group we purchased two cars from there and cannot get service ridiculous this needs to be addressed!!! And gosh want you to give them good reviews this is not a good review this has not been a good experience with this company very sad and to think we wanted to purchase another car not from this dealership.

  Business Response

  Date: 04/22/2023

  Good morning,
  

  Thank you for taking the time to reach out to us with this concern. Here at Gosch Toyota we strive to provide an exceptional experience for all of our Guest.
  

  The provided guest information did not pull up any current or past vehicles here at Gosch Toyota and a larger search found the guest reaching out has a Chevrolet vehicle that is serviced at another location under the contact information of Mr. ********* ***** ###-###-####.
  

  I spoke with Mr. ***** this morning and confirmed that the store has already resolved his concerns from last week and set up his service appointment. He also stated the complaint filed was not intended for Gosch Toyota and thanked us for reaching out.
  

  Please let me know if you need anything else to close and remove this guest concern from our location.

  
  

• Initial Complaint

  Date:02/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle was damaged in the service department. Only option was to return the vehicle and have the same company that carelessly damaged it repair the issues Unfortunately that won’t work since the dealership damaged my vehicle There has to be another option than having the dealership save money on my damaged vehicle

  Business Response

  Date: 03/06/2023

  We have reached an agreement with the customer and he is completely satisfied.  This matter is now resolved.

  Customer Answer

  Date: 03/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:12/04/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to purchase a vehicle from Gosch Toyota. It is a Rav4 4T3B6RFV9N*****89 listed at $32,027. I called the dealership and asked about the vehicle and price. After speaking with sales rep I was referred to sales manager Sonny who told me the advertised price was wrong and the cat was being sold for MSRP approximately $4,000 more. After further debate and returned calls he informed me they would not do business with me after I demanded the vehicle to be sold as advertised. https://www.google.com/local/dealership/2*********333**3270/cars/4T3B6RFV9N*****89

  Business Response

  Date: 12/05/2022

  We sincerely apologize for the pricing error that was displayed.  As soon as we were made of aware of the error, we contacted our outside marketing firm, Front Runner Digitial (FRD) and the price was quickly corrected.  FRD sent us a letter of retraction that was promptly posted around the dealership.  In matters such as these, the California Supreme Court has ruled on these matters in favor of the dealerships and set the precedent in Donovan vs. RRL Corporation, S082570.  Chief Justice ****** M. ****** wrote the following in his majority statement,  “No consumer reasonably can expect 100% accuracy in each and every price appearing in countless automobile advertisements listing numerous vehicles for sale."